Introducing your Customer Ops team 👋

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Meet our Customer Operations (COps) team, who are now around to help you seven days a week. 🙌

Before we share more details on how the COps team is here to help you, let’s rewind.

Fast, friendly support from real humans

Being able to offer the best customer support possible has been really important to us since the beginning. We want anyone who needs help to be able to chat with someone on their app, as fast as possible.

As we’ve grown our customer numbers, we’ve made improvements to the support process such as assigning specialists to each part of the customer journey, like onboarding, deposits and technical queries.

We’ve also added lots of new team members in the last few months. 👋

We’re pleased to now have a rating of 4.7 on Trustpilot and over 100 reviews. Thanks to everyone who’s shared a review. 🙌

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Where can I speak to someone on the app?

If you need to speak to someone, just tap on your Account tab on the top-right of your Portfolio screen, and scroll down to tap on ‘Chat with us.’

The team are available to chat between:

• 8 am — 9 pm Weekdays
• 10 am — 5 pm Weekend

Introducing Freeda

Meet our newest team member: Freeda.

You’ll chat to Freeda when you first open the in-app chat, and she’ll help us collect more feedback so we can keep improving customer service.

Don’t worry: our team of real humans is waiting for you, we’re not replacing them with Freeda. 🤖

Keep your eyes peeled to our careers page for upcoming opportunities to join Freeda and the COps team.

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Important Information

This should not be read as personal investment advice and individual investors should make their own decisions or seek independent advice.
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When you invest, your capital is at risk. The value of your portfolio can go down as well as up and you may get back less than you invest. Past performance is not a reliable indicator of future results.
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Freetrade is a trading name of Freetrade Limited, which is a member firm of the London Stock Exchange and is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales (no. 09797821).